Medical Device Expert Spotlight – Holly Scott

Medical Device Expert Spotlight

At Test Labs, our greatest strength lies in our people – their expertise, dedication, and passion form the foundation of our success. In this edition of Expert Spotlight, we’re excited to introduce Holly, our Executive Assistant and Accounts Manager. Holly’s role is multifaceted – she ensures seamless client experiences, manages project schedules, and oversees important systems like our CRM and KPI dashboards. With a background in customer service and administration, she brings a unique blend of organization and empathy to her work.

Join us in learning more about Holly’s impact at Test Labs!

What do you do at Test Labs?

My main role is as an Executive Assistant to the Managing Director; scheduling and notetaking meetings, making travel arrangements and a wide variety of other organisational tasks. I do however, wear many hats, so, alongside being an EA, I am also the Archivist for our studies, as well as helping to integrate new systems to elevate our current processes, such as a new CRM system, Capacity Scheduling Tool and KPI Dashboards. One of my main focuses however is being an Accounts Manager, being a link between Test Labs and our current clients, assessing their needs and helping to facilitate any testing requirements they may have.

Where did your interest in customer service stem from?

I think it just evolved over time, having worked in a customer service based industry nearly my whole career, it was something that just came naturally after a while, at 17 I don’t think I understood how important customer service was, I just wanted to earn some money, but as I got older and had more experience working and interacting with customers, my mindset changed and I understood more about how business worked and the main base of the industry is customers, without them, most businesses don’t function.

Have you always wanted to be in customer service?

No, but it is certainly where my career has gravitated, I studied my A-levels at college and realised that academia wasn’t for me, as much as I love to learn, the stress of exams was overwhelming for me at that age, instead of going to university, I took my first job just out of college working in retail and have worked my way up from there.

Starting in a clothing shop, to then completing two apprenticeships on the job in Customer Service and Business Administration, to working where I am now as an Executive Assistant.

What would your advice be for someone thinking of moving into customer service?

I would always advise someone coming into customer service to keep calm and level headed, dealing with people, whether it is face-to-face, via a video call or even on the phone can be difficult, each person is an individual and won’t be a copy of another customer you have dealt with, you always need to be adaptable and flexible to give your customers the best and the most effective way to do this is keeping calm and level headed.

What is your top tip to medical device manufacturers?

When looking for a testing partner, remember to check their NPS score. It is a great way to understand how the industry sees a business and whether they would refer them to other people.

What do you love most about your job?

The variability, my day to day isn’t a set routine, one day I could be booking and scheduling travel for conferences, others I could be with our customers discussing their testing needs, then I could be with the Operations Team working on capacity scheduling or archiving studies.